Retirement Services Associate

Five Star Solutions•Augusta, GA

1d•Remote

About The Position

We are seeking motivated associates to support retirement plan participants with distribution and account inquiries in a fast-paced, customer-focused environment. This remote role is available to candidates who reside in AL, FL, GA, ID, IA, IN, KS, LA, MI, MS, MO, NE, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, or WY. Associates respond to participant inquiries about retirement benefits and payment issues, resolve concerns, document cases, and provide backup participant/account-holder support. The role requires reliable attendance, professionalism, empathy, confidentiality, and the ability to navigate multiple systems and manage competing priorities. Equipment is provided. Employees must have verified, secure, reliable, dedicated high-speed internet and an established dedicated work area with a desk, chair, electrical outlet, and direct LAN connection. The position is full-time, 40 hours per week. Work hours are within an availability window of 8:00 a.m. to 8:00 p.m. EST, Monday through Friday. Paid training typically lasts one week, from 9:00 a.m. to 6:00 p.m. EST. Compensation is $15 per hour, with a $1-per-hour shift differential for nights and weekends.

Requirements

Must be at least 18 years of age.
A background check applicable with state and federal laws is required.
One year of previous customer service, call center, or office experience is preferred.
Strong verbal and written communication skills.
Comfort working with billing and account information.
Strong attention to detail.
Ability to navigate multiple computer systems.
Professional and empathetic approach to customer concerns.
Reliable attendance and punctuality; commitment to scheduled hours.
Ability to work independently and as part of a team.
Must be comfortable cross-training on other accounts.
Ability to maintain confidentiality at all times.
Strong active listening, problem-solving, organizational, and team collaboration skills.
Ability to remain calm and professional in a fast-paced, team-based environment, de-escalate challenging calls, and resolve requests within required timeframes.
Ability to learn and navigate proprietary and commercial systems supporting benefit-related data and websites.
Ability to manage competing priorities and identify process failures and recommend improvements.
Basic understanding of laws and regulations relating to employee benefits, particularly benefit distribution issues.
Proficiency in Salesforce or another CRM and Microsoft Office, including Excel, Word, and Outlook.
Must have verified, secure, reliable, dedicated high-speed internet and a dedicated work area with a desk, chair, electrical outlet, and direct LAN connection.

Nice To Haves

Previous customer service, call center, or office experience (one year preferred).
Background in finance or retirement services.

Responsibilities

Handle inbound participant calls, emails, and voicemails professionally and provide accurate answers to basic inquiries.
Resolve client issues, concerns, and inquiries regarding benefit programs and procedures.
Respond to inquiries about retirement benefit payment issues in a fast-paced service center environment.
Conduct web-based training sessions for clients as needed.
Escalate client or customer issues to supervisors or managers when necessary.
Use the Amplify website, Word, Excel, Salesforce, and other applications to manage client inquiries and transactions.
Accurately and thoroughly document cases in Salesforce case management.
Promote online reviews when appropriate.
Create Salesforce tickets for check copies, 1099-Rs, stop/reissue of funds, and related requests.
Assist with filing, record maintenance, and document imaging.
Develop a strong understanding of company operations and client needs.
Participate in scheduled and ad hoc training sessions to enhance knowledge and skills.
Provide backup support for participants/account holders.
Perform other duties as assigned.